The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Reset Case Queues Utility

Run this utility to reset the count of items in a Case Queue to the correct value.

Note: This utility needs to be ran often, or you can save it as a favorite and schedule it to run every hour, to keep the alert and warning statuses in synch.

Occasionally, the count on a Case Queue may become inaccurate. The count of items being displayed may not accurately reflect the number of items in the queue. This is particularly noticeable if there are no items in the queue, but the count is still showing as one or more. When an agent goes to pick an item from the queue, the system will return an error.

The log file that is generated by this utility will contain information indicating which queues were updated and the updated count of each queue.

To access the Reset Case Queues Utility:

From the Application Function Bar, select Utilities Configuration Utilities Reset Case Queues.

Utility Options

The following options are available for this utility:

Field	Description
Case Queue	Select the name of the queue whose count needs to be reset. If this field is left blank, the utility will process all queues.
Remove from Work Items display if zero	If this option is selected, a queue with zero items will not show up when a user looks at the Case Queues list under Work Items on the Workbench. (The queue will reappear in the display when items are added to it.) If this option is not selected, the queue will still show up, and the count of items will be zero.
Count Only Open Cases	If this option is selected, only open cases will be processed.

Field

Description

Case Queue

Select the name of the queue whose count needs to be reset. If this field is left blank, the utility will process all queues.

Remove from Work Items display if zero

If this option is selected, a queue with zero items will not show up when a user looks at the Case Queues list under Work Items on the Workbench. (The queue will reappear in the display when items are added to it.)

If this option is not selected, the queue will still show up, and the count of items will be zero.

Count Only Open Cases

If this option is selected, only open cases will be processed.

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